Returns & Refunds

How to start a return

1. Email us within 30 days of delivery at support@shopgenk.com, with your order number (it starts with GK-ORD) and what you would like to do — refund or exchange.
2. We send you a prepaid label, usually the same day and always within 2 business days. You do not pay return shipping.
3. Pack the item up with everything it came with, and drop it off.
4. We refund you once it arrives and we have checked it over.

What can be returned

Any physical product bought from this shop, within 30 days of delivery, as long as it is in the condition you received it — unused or gently tried, with its accessories, and with the packaging intact enough to protect it on the way back. A watch you have tried on is fine. A watch that has been engraved, damaged, or used for a month is not.

What cannot be returned

• Custom and personalised items. Anything printed, engraved or made to your design is made specifically for you and cannot be resold, so it is not returnable unless it arrives faulty or we got the order wrong. We will always send you a proof to approve before we produce a custom item.
• Digital products. Downloads cannot be returned once the download links have been sent, because they cannot be given back. If a file is corrupt or will not open, tell us and we will fix it or refund you.
• Items returned after 30 days, or returned damaged through use rather than through shipping.

If it arrives damaged or wrong

Email us within 7 days of delivery with a photo, and we will replace it or refund you in full — including any shipping you paid. You will not be asked to send a broken item back at your own cost, and this sits outside the normal 30-day window: a fault is a fault whenever it appears.

Refunds

Refunds go back to the original payment method through Square. We process the refund within 2 business days of your return arriving, and Square typically takes a further 5–10 business days to put the money back on your statement — that part is your bank's timing, not ours. We refund the price you paid for the item plus any shipping you were charged. We will email you when the refund has been issued.

Exchanges

Want a different colour or size instead of your money back? Say so when you email us and we will send the replacement as soon as the original is on its way back. There is no extra charge for an exchange.

Services and bookings

Party planning, event organising and photography bookings work differently to products. Cancel more than 14 days before the booked date and any deposit is refunded in full. Cancel within 14 days and the deposit covers the time and materials already committed. If we have to cancel for any reason, you get everything back. Anything unclear, ask us before you book — we would rather talk it through first.

Where to send returns

Please do not send anything back before emailing us. We need to log the return and send you a prepaid label first — without it we may not be able to match your parcel to your order, and you would be paying postage you do not owe.

Once your return is approved we email you a prepaid label together with the return address, so everything you need arrives in one message. Returns are handled from Delaware, United States.